Net Promoter Score
A loyalty metric measuring how likely customers are to recommend you, on a 0–10 scale.
Glossary/Net Promoter Score
Net Promoter Score (NPS) asks one question — 'How likely are you to recommend us?' — on a 0–10 scale, then classifies respondents as promoters, passives or detractors. The score is the percentage of promoters minus detractors.
Where CSAT measures satisfaction with a specific interaction, NPS gauges overall loyalty and sentiment toward your brand. Fast, helpful support is a major driver of a healthy NPS.
Frequently asked questions
What's the difference between NPS and CSAT?
CSAT measures satisfaction with a specific interaction right after it happens; NPS measures overall loyalty by asking how likely a customer is to recommend you. They're complementary — CSAT is tactical, NPS is strategic.
Related terms
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